Customer Satisfaction Complaints Manager/Digital

A leading global bank is looking for a Customer Satisfaction & Complaints Manager to work on their digital channels.

Customers have transformed the way they do banking over the past five years and now use Digital channels on a massive scale. The core purpose for the Customer Satisfaction and Complaints manager is to manage and improve how customers rate our digital services, and how we handle complaints when things go wrong.

Reporting to the Senior Manager for Digital Engagement, the role is an excellent opportunity for a general manager with strong analytical and influencing skills.

Key Accountabilities:

Monitor and track complaints performance, NPS and other satisfaction metrics for the digital channel
* Drive best practice and targets for complaints recording across the Business
* Coordinate root cause analysis of digital related complaints across the Business Units
* Shape and manage email and IB marketing campaigns aimed at improving advocacy of existing customers (note these campaigns will be executed by other parts of the team)
* Maintain awareness of market conditions, including updates and trends from the Financial Ombudsman Service and identify opportunities or implications for our customers and cost implications for our Business
* Work closely with Digital operations to identify, prioritize and resolve causes of complaints
* Interface with the Bank's central complaints handling team in Sheldon

Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice ). By submitting personal data to any company or division within the Allegis Group, the applicant is providing explicit consent to the use of such data by the Allegis Group and to the transfer of such data to and from the Allegis Group companies within the UK, Europe and outside the European Economic Area in connection with the fulfilment of the applicant's voluntary requests, and the fulfilment of other job opportunities that match the applicant's profile, and confirms that they may be contacted about such job opportunities.